Frequently Asked Questions

A Call Center is essentially a centralized office or network of a company that answers incoming telephone calls from customers or handles outbound calling campaigns on behalf of the Client Company. Call centers may also respond to queries by way of letters, faxes, e-mails and internet chat.

Similar to the definition of a "call center", the term contact center is applied when multiple functions are handled in one office.

"IVR" stands for "Interactive Voice Response". This is an automated system utilized in call center / contact center environments to assist with routine tasks, or in the routing of calls to the appropriate extension. The caller is presented with options and the call is handled based on the response provided by the caller's input.

CTI, or Computer Telephony Integration, is a technology that allows interactions on a telephone and a computer to be integrated or co-ordinated.

Our standard (speed of answer) is to answer every call within 15-seconds or 3-rings.

Speed of Answer, Average Call Value (Sales and Reservations Only), Customer Satisfaction, Service Level, Abandonment Ratios, Cost per Call, Errors and Rework,  Forecast Call-load to Actual, Scheduled Staff to Actual, Adherence to Schedule, and Average Handling Time.

All agent candidates are given Myers & Briggs personality testing whereby specific traits, which have proven to be successful within our industry, are sought. Additionally, candidates must have previous employment experience within fields comparable to your needs. Lastly, all candidates must pass a background check, credit check, and employment history verification check.

Yes. Training is very important to us and is never ending. Agents are provided a minimum of 40-hrs of training prior to taking any live calls. Core competencies include, client product knowledge, up-selling, cross-selling, and complaint resolution.

In today's fast paced, service based economy, a Contact  Center / Call Center will interact with thousands of customers a day. Many who vary in terms of demand, nature, temperament, etc. With mondern technologies and speed of information flow, customers are more informed and demanding than ever. For a service representative, meeting the demands of these (often times) impatient, hottempered, well-informed, as well as ill-informed customers can be a customer-service challenge. It requires a degree of patience, effective communication skills, and negotiation strategy to calmy interact with angry, unsatisfied customers and resolve their complaints.

The primary advantages, for organizations, are short or long term campaign support.  Outsourcing circumvents the need to invest large sums of money in telephony equipment, system integration and application development together with the additional workforce needed to handle additional inbound and outbound calls. BPO (business process outsourcing) firms who operate Contact Center / Call Centers can provide solutions for all possible occasions with a low initial capital outlay and are typically more efficient with call volume and handling than organizations that have not previously managed an in-house call center.

Current call center technologies include: Interactive Voice Response (IVR), Voice Over IP (VoIP), Telephone, Fax, Internet, E-mail, Text messaging (SMS), Speech Recognition (ASR), Text to Speech (TTS), Computer Telephony Integration (CTI), and Web integration.

Both the Client Business and the respective customers.

Call centers are generally set up as large rooms, with a set of work stations, or in a virtual environment. Each work station includes a computer, a telephone set (or headset) connected into a large telecom switch, and one or more supervisor stations. It may function as an independent center or be linked with other centers. It may also be connected to a corporate data network, including main frames, microcomputer and LANs.